Are you listening??? Many times, the source of our frustration with customer service is that we do not feel like we are being listened to or understood. We feel like someone is just trying to pass the buck.

Remember, the Space Weather Prediction Center is part of the National Weather Service.

Provide reflective comments or paraphrase to ensure the caller that you are actively listening; however avoid interrupting. Even if the speaker pauses, allow him to resume the conversation.

Communication involves a minimum of two people and a message, and it only takes place if the other person both receives and understands the message.

People who listen actively experience fewer mistakes, fewer interpersonal misunderstandings, less employee and customer turnover, and fewer false starts.

Sometimes fear or anxiety may be mistaken for condescension or insults, remaining professional and being patient will help you recognize when this is the case.